Senior Operations Manager

4 days ago

Davao City, Davao, Philippines IBEX Global Full time


Overview

The Sr. Operations Manager is responsible for managing performance of the Operations Managers, its team leaders and their representatives in providing quality services to meet performances and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and philosophies. He/She will ensure optimum productivity and service level goals are maintained at all times. The successful candidate will maintain an excellent working relationship with clients while continuously striving to improve the level of overall service provided.



Responsibilities

DUTIES AND RESPONSIBILITIES:

Manage, lead and inspire the team to ensure everyone regularly meet/exceed targetsDevelop all Operations Managers to ensure top performanceMonitor all staff to assess developmental needs to improve performanceDay to day management of account and related issuesMonitor, measure, report & analyze data to improve the program's performanceMonitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniquesResponsible for staffing and hiringProvide Subject Matter ExpertiseEnsure training needs of subordinates are metSuccessfully complete all client related trainingHold team meetings on a regular basis with direct reportsCommunicate all process and client changes to direct reports within specific timelinessPromote the use of all center communication tools

Qualifications

Knowledge

Up to date management skills and understanding of employee motivationUnderstanding of key performance indicators including the working knowledge to drive appropriate behavior

Skills

Excellent communication skillsGood leadership and interpersonal skillsExcellent analytical skillsMust possess effective organizational skills and time management skills

Abilities

Ability to apply knowledge of accounts business, technology and processes to manage escalations and lead more junior team members.Ability to problem solve independently and make fast but high quality decisionsAbility to create, interpret and analyze reports Ability to exhibit professionalismAbility to drive for results and motivate others in order to meet organizational goals, expectations and requirements of internal and external customers.Ability to work a flexible schedule (graveyard/shifting schedule)

Education/Experience:

Bachelor's Degree (any field) or equivalent work experienceAt least has 4 years of experience in the related fieldAt least has 1 year of experience as an SOM/Program Leader

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